Responsibilities

• Deliver measurable improvements in customer lifetime value (CLV) and repeat purchase behaviour
• Design and optimise end-to-end customer journeys across onboarding, engagement, renewal, reactivation and loyalty
• Lead audience segmentation and personalised communications, partnering with our internal creative studio to deliver high-quality, insight-led content that maximises relevance and performance
• Implement robust test-and-learn frameworks (A/B and multivariate testing) to continuously improve performance
• Lead the use and optimisation of Bloomreach (our newly implemented platform) to deliver scalable and automated campaigns
• Identify opportunities to leverage AI and advanced personalisation to enhance targeting, content and efficiency
• Partner with senior stakeholders across Product, Data, Tech and Commercial teams to deliver growth initiatives
• Develop clear reporting frameworks and dashboards to track performance and ROI
• Ensure all communications are compliant with regulatory requirements (e.g. ASA, FCA/FSA) and brand standards

Requirements

• Proven experience in a senior CRM / lifecycle marketing role, with a strong focus on retention and customer engagement
• Experience marketing service-based or subscription products (e.g. insurance, memberships, utilities), with a strong understanding of retention drivers — rather than purely eCommerce/product-led environments
• Expertise in customer journey mapping, segmentation and personalisation
• Experience working closely with creative teams or studios to develop effective, customer-centric marketing content
• Strong hands-on experience with marketing automation platforms (ideally Bloomreach)
• Demonstrable success in reducing churn and driving upsell/cross-sell performance
• Deep understanding of email, SMS, push notification and digital engagement strategies
• Strong analytical mindset with experience in campaign performance, attribution and optimisation
• Excellent stakeholder management skills, with the ability to influence at senior level

Preferred

Benefits

• Earnings That Motivate – enjoy a competitive salary plus automatic enrolment in our ‘Owning It Together’ Colleague Share Scheme - a unique opportunity to share in RAC’s future success and be rewarded for the exceptional work you deliver
• Tools to Drive Your Future – get started with a free RAC Ultimate Complete Breakdown Service from day one, plus access to a car salary sacrifice scheme (including electric vehicle options) after 12 months, delivering serious tax savings.
• Time Off That Matters – enjoy 25 days annual leave, plus bank holidays. We also support work-life balance with paid family leave, flexible schedules, and practical resources to help navigate personal commitments.
• Financial Security & Perks –pension scheme with up to 6.5% matched contributions alongside life assurance cover up to 4x salary (10x optional with flex benefits), designed to support you long-term.
• Wellbeing That Works for You – our 24/7 confidential support service is available to you and household members aged 16+, offering reassurance whenever you need it.
• Extras That Make a Difference - access Orange Savings, our exclusive discount portal with deals across top retailers, holidays, tools, tech and more. After passing probation, you’ll automatically join our Colleague Share Scheme, giving you a stake in our collective success.